1. CENTRALIZED CUSTOMER SERVICE CENTRE “Service Timmins” Project Update – October 10th, 2017

2. Enhance customer service access options;
WHAT IS OUR GOAL
Our goal is to:
Enhance customer service access options;
Create a customer centered culture;
Provide easily retrievable information for staff;
Update and enhance corporate customer service guidelines;
Provide technology solutions to monitor, track and analyze customer interactions and satisfaction.

3. How will this be ACHIEVED?
Create a Call Centre that merges 53+ existing phone numbers into ONE NUMBER.
Enhance our City website and increase the number of online services and self-serve opportunities.
Provide a “ONE STOP” customer service counter.
Focus on 1st contact resolution.
Introduce a consistent corporate-wide tracking method.
Create a centralized knowledge base.
Expand mobile solutions and leverage technology.

4. PROJECT RESULT Our customers will experience: Improved Efficiency
Improved Quality
Timely, Responsive, Consistent, Easy Service
Convenience
= Increased Customer Satisfaction

5. COMMUNITY / STAFF ENGAGEMENT
A Customer Service Survey was developed and distributed online in May 2017;
We partnered with the C of C, the BIA and the TEDC;
The target audience included the General Public, the Business Community and City Staff;
522 responses were received.
General Key themes from the survey results:
- We must streamline our service delivery;
- We must put the customer first in all of our customer transactions;
- Service delivery must be consolidated (One-Stop Shop);
- We must be more effective in dealing with customer needs;
- We must provide more customer service options.

6. STAFFING IMPLICATIONS
The staffing review has identified 6 Departments which will initially be re-organized;
Review has indicated that 12 positions will be affected;
Seven (7) new positions will need to be created;
The goal will be to transition existing employees into the new positions and minimize the impact on existing staff through attrition and job vacancies;
We will work with the Union Executive to ensure a smooth transition.

7. SERVICE TIMMINS LOCATION
The Project Team looked at three (3) possible locations for the new Centre:
1. Engineering Building
2. HGS Building
3. City Hall
Limitations:
Engineering Building No parking
Not AODA compliant
Major cost to Eng. Dept. relocation
Major renovation costs

8. SERVICE TIMMINS LOCATION
Limitations:
HGS Building Only 1,600 square feet available
Major renovation costs
City Hall Minor AODA compliance cost
Limited parking
The final analysis identified that City Hall would be the best location. Lowest cost to renovate;
AODA compliant for the most part;
Less Departmental relocation;
Parking availability;
The City’s flagship building.

9. COST IMPLICATIONS 2018/2019 Estimated Capital Requirements
Including technology, software, facility renovation, communication and marketing
= $677,800
Estimated Additional Annual Operating Costs (starting 2020)
Including maintenance fees for various technology
= $31,800

10. COST IMPLICATIONS 2018/2019 Estimated Savings
Reduction in staff levels from 12 employees down to 7
= $199,140
Return on Investment
Payback on upfront capital and operating expenses
will be approximately 3.5 years.
Future savings beyond the payback period will be approximately $150,000 per year.

11. NEXT STEPS Action Target Date
Action
Target Date
Approval of Council to move forward with the Centralized Customer Service Centre.
October 2017
Recruit Customer Service Supervisor.
November 2017
Prepare RFP and approve tender for new CRM software solution.
December 2017
Integration and implementation of new CRM.
January to March 2018
Staff transfers and recruitment of new staff to fulfill the staffing requirements of Centralized Customer Service Centre.
February and March 2018
Prepare RFP and approve tender for the renovation requirements of the centre.
February 2018
Complete renovations.
March 2018
Provide training to all Customer Service Representatives.
April and May 2018
Transition Services to the centre.
May 2018
Grand Opening of Service Timmins.
June 1st, 2018

12. PROJECT TEAM TAKE AWAYS
First and foremost we are a customer service organization.
We owe it to the citizens of this municipality to be the best service providers that we can be.
Our staff absolutely do their best to meet customer expectations but are limited by lack of technology.
What is clearly missing is a Customer Service Strategy and the tools to implement the strategy.

13. QUESTIONS ?